Field Technician V

Spectrum Missoula , MT 59801

Posted 5 months ago

JOB SUMMARYUnder minimal supervision, perform basic to complex installation, troubleshooting & repair of video, internet, phone services from tap to CPE or other demark locations for residential fiber & small to medium commercial customers. Test & repair network hardware for commercial customer services, as well as internal services within Charter Facilities.

Provide exceptional service to customers as well as their technical reps, ensuring that Charter services interface as expected with business systems. Coordinate with customer site management for physical site surveys and conduct surveys on as needed basis. Complete Home Security survey, install and service Home Security services and equipment.

MAJOR DUTIES & RESPONSIBILITIES

Perform basic to complex installation of & troubleshoot/repair coax based phone, internet or video services in a residential and commercial environment (small to medium businesses) from the tap to the connection of CPE; including but not limited to, all necessary wiring of both interior & exterior associated equipment in the forward & return signal path of the customer premise network.

Survey, install, & maintain Wi-Fi Network products to include routers, gateway servers, Ethernet switches & wireless access points & other components within HFC-based customers.

Interact with business customers & their reps, demonstrating an understanding of & regard for the unique priorities of business clients. Work with customer technical support personnel to diagnose & correct service related issues.

Respond to equipment failures, trouble shoot & repair equipment while providing the customer with productive communications regarding repair process.

Recognize and escalate to a supervisor persistent service problems or other observed factors that could impact the ongoing relationship between Charter & a business customer.

Educate customer on proper use of services & equipment, as well as the availability of online help options.

Perform all work as necessary to conform to quality, security & safety control guidelines (includes compliance with requirements outlined in applicable regulations such as OSHA and FCC & following procedures as outlined in the CPNIQ, TQA, NEC, NESC, other Installation, Technical Operations, Safety Manuals & Employee Handbook).

Adhere to TQA standards in accordance to company policy.

Follow security procedures to prevent any unauthorized services.

Assist in providing mentoring to non-commercial focused members of the Technical Operations teams.

Utilize and demonstrate proficiency with tasks, tools, test equipment & information that will enhance business results.

Maintain accurate records including time worked, daily logs, gas sheets as required; properly record all required information on data devices and/or work orders.

Operate communications device in accordance with company policies.

Operate a company vehicle in a safe & responsible manner; Clean, maintain, stock, & secure assigned vehicle & equipment, in accordance with company policies.

For applicable systems: Perform repair & maintenance on voice systems; Installing, uninstalling & reconnecting NEU devices and backup powering; Initiating DHCP script.

Adhere to industry specific, local, state & federal regulations, as applicable

Perform other duties as requested by supervisor.

REQUIRED QUALIFICATIONS

Skills/Abilities/Knowledge

Ability to read, write and speak the English language to communicate with employees, customers,

and suppliers, in person, on the phone, & by written communications in a clear, straight-forward, &

professional manner

Advanced understanding of the TCP/IP stack & associated abstraction layers

Advanced knowledge of network designs, network architectures & network topologies

Ability to use the following hand tools: electric drills, hammers, wrenches, screwdrivers in the installation of cable to the residence & TV set converters

Ability to walk over all types of terrain, in all kinds of weather, while carrying tools & equipment

including gaffs, ladders & fully loaded tool belts

Ability to safely use weight-bearing equipment (gaffs, safety harness & ladders) within the

maximum weight limitations

Basic knowledge in using software tools to support the current operations, knowledge in basic network devices and network appliances

Ability to accurately measure distances, using tapes or other measuring devices

Ability to carry, climb & operate extension ladder (approx. 32 ft. high and 90 pounds)

Ability to climb poles using gaffs, hooks & climbing belt as needed

Ability to differentiate between different sizes & colors of wires

Ability to make cable connections in tight spaces by bending, reaching, twisting

Ability to operate appropriate computer or test equipment associated with position (e.g. signal level

meters, ohm meters, etc.)

Ability to perform job from high places (i.e. poles and roofs)

Ability to work while standing 50-70% of the time

Ability to work with small components and wires to make cable connections

Ability to use handheld communication devices & applications

Ability to use personal computer & software applications

Experience working with complex structure cabling, including Cat 5/6 cabling

Experience in configuring & installing routers, Internet gateway services, Layer2/3 Ethernet switches & wireless access points in commercial environments

Education

High School Diploma or equivalent work experience

Related Work Experience
6 months+ Field Technician IV or equivalent work experience
1+ years IP networking experience

Installation & repair of WAN/LAN & wireless router related equipment experience

Completion of appropriate Charter training according to the Field Technician Career Path Training Matrix, or equivalent work experience

Certificates/Licenses

Valid driver's license with satisfactory driving record within Company required standards

Industry and vendor specific certifications and training (NCTI, SCTE)

CCENT or other eviqualent industry accredited certification

PREFERRED QUALIFICATIONS

Skills/Abilities and Knowledge

Ability to use personal computer & software applications

Knowledge of company product/services

Experience with consumer education of products/services

Experience and knowledge of POTs services, IP networking, PBX, point of sale equipment

WORKING CONDITIONS

This position works face to face with customers

Work indoors in confined space, poorly ventilated areas such as attics, basements and/or crawlspaces

Exposure to dust, dirt, noise, insects, rodents, pets, & cleaning solutions

Work outdoors in all kinds of weather & at all times of the day or night

Work performed near power lines & electricity

Work performed at various heights above ground on telephone/power poles

Work & travel in inclement weather

May be required to work an on-call rotation as business needs dictate

Occasionally required to work overtime as business needs dictate

Ability to work weekends or shifts as business needs dictate

Work in commercial or factory type environments



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Field Technician V

Spectrum